04 February 2020
During a routine inspection
Our rating of this service improved. We rated Westcliffe House as good because:
- The premises where clients were seen were safe and clean. The service had enough staff. Staff followed good practice with respect to safeguarding.
- Staff developed holistic, recovery-oriented care plans informed by a comprehensive assessment. They provided a range of treatments suitable to the needs of the clients and in line with national guidance about best practice. Staff engaged in clinical audit to evaluate the quality of care they provided.
- The teams included or had access to a range of specialists required to meet the needs of clients under their care. Managers ensured that these staff received training, supervision and appraisal. Staff worked well together as a team and with relevant services outside the organisation.
- Staff treated clients with compassion and kindness, and understood the individual needs of clients. They actively involved clients in decisions and care planning.
- The service had a strong sense of community engagement and responsibility, and had been nominated for national awards in recognition of their community work.
- The service was easy to access. Staff planned and managed discharge well.
- The service was well led. Governance processes had improved since the previous inspection and ensured that the service ran smoothly.
However:
- Not all clients had risk assessments and risk management plans reflecting the assessed risks in their files on the day of the inspection. Clients did not all have early exit or discharge plans in their individual records.
- Medication audits were in place, but were not always sufficient to pick up medication errors or to evidence action to address issues or errors.